Total Quality Management

Total Quality Management (TQM) is a management strategy aimed at embedding awareness of

quality in all organizational processes. TQM has been widely used in manufacturing, education,
government, and service industries, as well as !"! space and science programs.
Total Quality provides an umbrella under which everyone in the organization can strive and
create customer satisfaction at continually lower real costs.
TQM is composed of three paradigms:
Total# $nvolving the entire organization, supply chain, and%or product life cycle
Quality# &ith its usual 'efinitions, with all its comple(ities ()(ternal 'efinition)
Management# The system of managing with steps li*e +lan, ,rganize, -ontrol, .ead,
"taff, provisioning and the li*es
!s defined by the $nternational ,rganization for "tandardization ($",)#
/TQM is a management approach for an organization, centered on quality, based on the
participation of all its members and aiming at long0term success through customer
satisfaction, and benefits to all members of the organization and to society./
,ne ma1or aim is to reduce variation from every process so that greater consistency of effort is
obtained. (2oyse, '., Thyer, 3., +adgett '., 4 .ogan T., 5667)
$n 8apan, TQM comprises four process steps, namely#
9. Kaizen : ;ocuses on /-ontinuous +rocess $mprovement/, to ma*e processes visible,
repeatable and measurable.
5. Atarimae Hinshitsu : The idea that /things will wor* as they are supposed to/ (for
e(ample, a pen will write).
<. Kansei : )(amining the way the user applies the product leads to improvement in the
product itself.
=. Miryokuteki Hinshitsu : The idea that /things should have an aesthetic quality/ (for
e(ample, a pen will write in a way that is pleasing to the writer).
TQM requires that the company maintain this quality standard in all aspects of its business. This
requires ensuring that things are done right the first time and that defects and waste are
eliminated from operations.
>citation needed?
A Comprehensive Definition
TQM Total Quality Management is the organisation wide management of quality. &e *now that
management consists of planning, organizing, directing, control, and assurance. Then, one has to
define /total quality/. Total quality is called total because it consists of < qualities# Quality of
return to satisfy the needs of the shareholders, Quality of products TQM